The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.43

1.4 Rating 275 Reviews

11 %

of reviewers recommend The Fragrance Shop

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Metrics

1.4

Based on 275 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 35%
Accurate And Undamaged Orders	Greater than 79%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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The Fragrance Shop 1 star review on 16th January 2025

Anonymous

Anonymous // 01/01/2019

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“28th my parcel arrived flip packed and empty with a Royal Mail notice of damaged package. 28 days later no refund or productive email only generic emails from fragrance shop. Scammer????”

Helpful Report

Posted 7 months ago

“Unauthorised Charge - Disgusting Customer Service I have never been more appalled by the customer service of any company. In December 2023, I purchased a Paco Rabanne Gift Set for my mum and joined The Fragrance Shop’s membership because it promised additional discounts on future purchases. When the order arrived, the travel spray was missing. This was a gift, and I didn’t want to give my mum an incomplete set, so I contacted their team. When I initially reached out, I didn’t even request a refund. I simply asked for the missing travel spray to be sent or a replacement set altogether. After several emails and repeatedly asking to escalate the matter to a supervisor, I was told I’d receive a returns form in the post. That form never arrived. Left with no other option, I had to give my mum an incomplete gift on Christmas Day. In January 2024, I followed up again and received no resolution from “Kelly H,” despite being assured the form was on its way. Fast forward to July 2024, I remembered I had signed up for their membership and emailed to cancel it—there was no way I wanted to give this company more of my money. I also reiterated my awful experience. They apologized, confirmed the membership was canceled, and offered to send me perfume samples as an apology. Unsurprisingly, the samples never arrived. To make matters worse, in December 2024, they charged me £15 for renewing the membership I had canceled months earlier. This is an absolute joke. I contacted them again on January 6, 2025, demanding my money back and a resolution to this nightmare. So far, all I’ve received is a generic response, with no action taken. Who is running this company’s online customer service? Their incompetence and lack of accountability are shocking. This company clearly doesn’t care about its customers. I am demanding my case be escalated immediately, my money refunded, and answers for this complete failure in service. Avoid this company at all costs. They’ve wasted my time, caused unnecessary stress, and failed to provide even the basics of customer care.”

Helpful Report

Posted 7 months ago

“Total scammers, took my money then posted item back to their warehouse. Like others tried to get refund, in essence they have stolen my money. I'm now blocked on Facebook! For trying to raise awareness.”

Helpful Report

Posted 8 months ago

“Anyone thinking that they are going to get a refund from this company are just kidding themselves. Please contact Trading Standards, as this company are fraudulent. Don't believe me...wait and see...”

Helpful Report

Posted 8 months ago

“I bought a Christmas present in December (still hasn't arrived) I've been in touch with "April" from customer services who sends an automated response. No sign of the product, a replacement being arranged or a refund despite multiple contacting of them.”

Helpful Report

Posted 8 months ago

“Got the 2024 advent calendar and there is no way the items in it are worth as much as they claim, some are really cheap and it also states on the sleeve there is a voucher, there isn't, very disappointing and when you try to contact them, you can't, don't buy”

Helpful Report

Posted 8 months ago

“Pre-ordered a perfume advent calendar at the beginning of September for a Christmas present. Got to mid October, hadn't heard anything, so emailed them about it - no response. Left it a few weeks, as I appreciate they're busy, but still hadn't heard anything by November so emailed again and got a generic response from 'April' a few days later saying I need to wait at least 10 days for my order to arrive... 2 months after I'd ordered it. Emailed back and got another email from 'Sinah Z' saying they need to speak to support about it and will get back to me. Heard nothing. Called up and waited in a long queue of 60+ people only to then be told the advent calendars were out of stock and there would be no more - At what point did you know that? Why didn't anyone tell me that before I had to ring up 2 months later?! This was a gift for a family member too, so they would have been left with nothing, if I didn't use my brain. And why are you taking more pre-orders than you can physically fulfil?? Spoke to a call handler who said it would be cancelled. Then got an email to say "sorry YOU wish to cancel your order" - I didn't want to cancel it, you guys being incompetent did. Then I got a second email to say no money had been taken, when I could see they had taken over £100 and definitely not replaced it. Countless emails and calls (of being in a queue of 82 people at it's worst) later, the last call handler went to speak to support said I'd be refunded in "3-5 days". Waited past that period of time, still no refund. Over 3 and a half months later of this nonsense, from ordering to this point, I put in a claim through Barclaycard to reclaim the money as I was over chasing them for MY money that they supposedly "didn't take". Miraculously, the money has now been put back in, so I've cancelled the claim. I shouldn't have to chase for my own money back after you have screwed me over. If I hadn't kept on contacting them too, they would have just kept the money as "no money was taken". Absolutely disgraceful way to run a business.”

Helpful Report

Posted 8 months ago

“Never recieved u took my money and sent numerous emails never got my money back a scam”

Helpful Report

Posted 8 months ago

“AVOID, They are madness, I have received an opened parcel/empty, I have proof from royal mail it was opened and they still doesn't want to give me my money back.”

Helpful Report

Posted 9 months ago

“This is the most shocking business I have ever had the misfortune of dealing with! The caller I got through to was rude and not listening to me shouting “oh my God” It was dismal now I’m waiting for refunds as the employee messed up my subscription! AVOID”

Helpful Report

Posted 9 months ago

“Just awful avoid at all costs”

Helpful Report

Posted 9 months ago

“Spoke to an associate to cancel my subscription after the first year was up and was told it will automatically cancel. A year later still hadn’t been cancelled and was told my account details couldn’t be found. Now miraculously 2 and a half years later my subscription has been cancel after numerous requests.. no refund issued.. avoid this company.. their customer service is the worst I’ve experienced ever.”

Helpful Report

Posted 9 months ago

“Bought a £12 sample in store and didn’t realise I was signing up to a subscription. I decided to give it a go but the next month’s fragrance was damaged - it leaked all over the packaging and over half had gone. I complained to customer services and I had to message twice before anyone replied. They said they were ‘investigating’ with the delivery company. I never received a reply (or refund) so cancelled my subscription. I’m just hoping it is cancelled after reading other reviews. Really disappointing.”

Helpful Report

Posted 10 months ago

“The fragrance shop are a fraud there customer services are very unprofessional they ignore emails and my order has now taken 8 days and still not arrived it was supposed to be here next day , stay clear of them”

Helpful Report

Posted 11 months ago

“I started scentaddict 3 years and all went well until I cancelled my subscription. They continued to take the money and when I had to ask for my money back I must off sent 40 emails and all I’d get back was I’ve escalated it with the relevant department. Oh and when I rang to actually speak to a human being (I use that word very loosely) I have never experienced such terrible customer service they were extremely rude very unprofessional and want to know what my problem was.”

Helpful Report

Posted 11 months ago

“Got a fake jean Paul gautier - paid £110”

Helpful Report

Posted 1 year ago

“Back in December 2021 i had a monthly subscription with this company for a refill perfume every month. I cancelled this subscription a few months later, to be found i was still being charged every month. To this day i am still trying to get my money back, i have had to change my bank account to stop the money coming out. You phone customer services who send you round in circles, absolutely shocking company.”

Helpful Report

Posted 1 year ago

“Always go just that extra bit to help you.”

Helpful Report

Posted 1 year ago

“I paid a fake Dior large size perfume for 128 pounds It is really fake”

Helpful Report

Posted 1 year ago

“Order Lost In Transit FWUK59890386 No Update Since 21/06/2024 Tracking Number XD839907932GB”

Helpful Report

Posted 1 year ago

The Fragrance Shop is rated 1.4 based on 275 reviews